Metric of the Month: Chat Metrics

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Title : Metric of the Month: Chat Metrics
Edition :
Year : 2013
Authors : Jeff Rumburg
Publisher : MetricNet, LLC and UBM LLC

 Preface
Every month, in the Industry Insider, I highlight one key performance indicator (KPI) for the service desk or desktop support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlations and cause/effect relationships for the metric. The purpose of the column is to familiarize you with the KPIs that really matter to your support organization, and to provide actionable insight on how to leverage these KPIs to improve your performance.

 This month we depart from our usual format, and instead of discussing a single metric, I will introduce and discuss a number of metrics that are unique to chat.

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